Disappointing customer service received

Claim submitted by my employer on the 4th March, and still hasn't been processed. Admin team has zero communication skills. I've been calling every second day and each day dealing with a different person and was told I needed to send my ID copy which I sent. 2 days later I call again and was told I needed to send my marriage certificate and proof of bank account which I again sent. No one from Alex forbes ever called me to request these documents or called me to let me know that my claim was delayed because these documents were required. This kind of service is really disappointing. I called again this morning and was told my claim still has not been processed and I have to call again in 2 days to get what feedback the admin team will send. My former colleagues who left the company same time as myself have received their payouts and mine still hasn't been processed. Why doesn't anyone from Alex Forbes pick up the phone and call me if there is a delay with my claim or send me an email to advise me of this? What kind of customer service is this?